Terms of Service – TrueNorth Assist

1. Introduction

These Terms of Service outline the conditions under which TrueNorth Assist provides Support Coordination, Plan Management, and related supports. By accessing or using our services, you agree to these terms.

2. Our Commitment to You

TrueNorth Assist will:

  • Deliver services in line with your NDIS plan, goals, and choices.
  • Act in accordance with the NDIS Code of Conduct and NDIS Practice Standards.
  • Respect your rights to dignity, privacy, and informed decision-making.
  • Provide transparent communication regarding services, pricing, and scheduling.
  • Employ skilled, screened, and trained staff to deliver safe, reliable support.

3. Participant Responsibilities

By engaging TrueNorth Assist, you agree to:

  • Provide accurate and complete information to support your service delivery.
  • Notify us of changes to your circumstances or NDIS plan.
  • Treat staff with respect and courtesy.
  • Provide reasonable notice (at least 2 business days) if cancelling or rescheduling services.
  • Understand that repeated short-notice cancellations may still be invoiced as per NDIS rules.

4. Fees, Rates, and Payments

Our services are billed according to the NDIS Price Guide and are fully claimable through your NDIS plan.

TrueNorth Assist prides itself on offering cheaper rates than many larger providers, ensuring your NDIS budget stretches further without compromising quality.

  • For Plan Managed participants, invoices are submitted directly to your plan manager.
  • For Self-Managed participants, invoices must be paid within 14 days of issue.

5. Service Changes and Termination

  • Either party may end the service agreement with 14 days' written notice.
  • Immediate termination may occur if services cannot be safely delivered, or if there is a serious breach of these terms.

6. Complaints and Disputes

  • You have the right to raise complaints at any time without disadvantage.
  • We will acknowledge complaints within 2 business days and aim to resolve them within 14 business days.
  • If you are not satisfied, you may escalate your concern to the NDIS Quality and Safeguards Commission.

7. Liability and Disclaimer

TrueNorth Assist takes all reasonable steps to ensure safe, high-quality services.

However, we are not liable for issues outside our control, including changes to your NDIS plan or actions of third-party providers.

8. Governing Law

These terms are governed by the laws of Australia and the rules of the National Disability Insurance Scheme (NDIS).